Contact Centre Supervisor (Back Office) – Immediate Start

Great agents need great coaching, and this medical scheme call centre in Epping wants you to provide it. Good for someone who wants to build a solid track record they can put on their CV.

The site is in Epping; early starts mean public transport timing matters, so check your route before applying. There's a probation period of three months before the contract is confirmed.

• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising

• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate
• Labour relations basics from a short course

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.